Member Engagement Center Agent
$33,280–$33,280 year
On-siteCrown Point, Indiana, United States
Job Summary
Manage high-volume inbound calls and conduct outbound engagement calls to welcome new members, follow up on inquiries, and promote program growth. Respond to member inquiries with professionalism, accurately providing information on memberships, billing, policies, and branch-specific offerings. Build rapport to foster satisfaction and retention by matching members with appropriate programs and services. Maintain accurate documentation of interactions, monitor account alerts, and escalate unresolved issues to supervisors. Consistently meet performance metrics and service standards while ensuring compliance with YMCA policies and completing required training. This role supports the YMCA's mission to build healthy spirit, mind, and body for all through personalized member connections.
Required Qualifications
- High school diploma or equivalent
- Minimum 1 year of customer service or call center experience
- Minimum required 18 hours worked per week or minimum 3 shifts per week
- Excellent interpersonal communication, problem-solving skills, and ability to multitask in a fast-paced environment
- Passion for delivering outstanding service and building relationships
- Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community
- Desire and ability to work with people of all ages and backgrounds
- Must have high level of alertness, concentration, and initiative
- Ability to lift 20 lbs.
- Visual, auditory, and verbal ability to communicate effectively
- Maintain a neat and professional appearance at all times
- Minimum of 18 hours per week
- Must be able to lift 20 lbs.
- Must be available for in-office work in Crown Point, Indiana
- Must complete all required compliance and professional development training annually or as assigned
- Must ensure compliance with all YMCA membership policies and procedures
- Must model and communicate the mission, vision, and values of the Crossroads YMCA in all interactions
Desired Qualifications
- Sales experience
- Familiarity with YMCA programs and services
- Adept computer skills with CRM experience
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